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Arris Surfboard 6190 and Xfinity Issues

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Frequent Visitor

Arris Surfboard 6190 and Xfinity Issues

I've been having issues with my modem disconnecting consistently. A lot of times 10x a day! Xfinity hasn't been no help and REFUSES to bring out a technician due to Covid. Unacceptable since I've repeatedly contacted them about this issue on several occasions. When I call they say my modem is fine. My modem is 1 year old and my router is 3 months old. My equipment isn't old. Is Xfinity purposely messing up my internet just so I can pay $14/month on their modem? Like seriously!!! I'm tired of dealing with this issue especially since I work from home!

What is the solution? Cancel Xfinity and go to a competitor? Rent out Xfinity's modem? I need HELP!
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Problem Solver

Re: Arris Surfboard 6190 and Xfinity Issues


@Keesa14 wrote:
I've been having issues with my modem disconnecting consistently. A lot of times 10x a day! Xfinity hasn't been no help and REFUSES to bring out a technician due to Covid. Unacceptable since I've repeatedly contacted them about this issue on several occasions. When I call they say my modem is fine. My modem is 1 year old and my router is 3 months old. My equipment isn't old. Is Xfinity purposely messing up my internet just so I can pay $14/month on their modem? Like seriously!!! I'm tired of dealing with this issue especially since I work from home!

What is the solution? Cancel Xfinity and go to a competitor? Rent out Xfinity's modem? I need HELP!

Check your connections to the modem accessible to you.  If there is a splitter accessible, it could be bad.  You could get a replacement splitter to see if that is the issue.

Joe V
(not a Comcast employee, just another paying customer)
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Expert

Re: Arris Surfboard 6190 and Xfinity Issues


@Keesa14 wrote:
I've been having issues with my modem disconnecting consistently. A lot of times 10x a day! Xfinity hasn't been no help and REFUSES to bring out a technician due to Covid. Unacceptable since I've repeatedly contacted them about this issue on several occasions. When I call they say my modem is fine. My modem is 1 year old and my router is 3 months old. My equipment isn't old. Is Xfinity purposely messing up my internet just so I can pay $14/month on their modem? Like seriously!!! I'm tired of dealing with this issue especially since I work from home!

What is the solution? Cancel Xfinity and go to a competitor? Rent out Xfinity's modem? I need HELP!

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?



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Re: Arris Surfboard 6190 and Xfinity Issues

Hi! This is a Wifi connection. The make and model number of the modem are Arris Surfboard SB6190. The router I use is TP-link. 

 

Click on the links below to view the down and upstream. Thanks! 🙂 

 

Status: https://ibb.co/jf6R104

Downstream: https://ibb.co/m0HgHpR

Upstream: https://ibb.co/f2HKTbQ

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Re: Arris Surfboard 6190 and Xfinity Issues

Thanks! I went out yesterday and bought a new coax cord and splitter. Unfortunately, it didn't resolve the issue since my internet went out again today. 😞 

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Re: Arris Surfboard 6190 and Xfinity Issues


@Keesa14 wrote:

Thanks! I went out yesterday and bought a new coax cord and splitter. Unfortunately, it didn't resolve the issue since my internet went out again today. 😞 


I have that same modem, Arris Surfboard 6190, and haven't had any issues since I got it a couple years ago.  Does the 'Event Log' in the modem show any clues?

The SB6190 does NOT provide a WiFi signal, so your TP-Link router connected is providing WiFi.  How are you determining the modem is losing Internet connection and not the router connected to the modem?  Exactly what is losing internet and what is it connected to?

Joe V
(not a Comcast employee, just another paying customer)
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Expert

Re: Arris Surfboard 6190 and Xfinity Issues


@Keesa14 wrote:

Hi! This is a Wifi connection. 

 

 For a test, does a computer / device hardwired directly to the router with an ethernet cable have the same problem ?

 

Click on the links below to view the down and upstream. Thanks! 🙂 

 

Status: https://ibb.co/jf6R104

Downstream: https://ibb.co/m0HgHpR

Upstream: https://ibb.co/f2HKTbQ

The signal stats are fine.


 



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Re: Arris Surfboard 6190 and Xfinity Issues

I will try hardwiring in through the router and I'll let you know. 😀
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Re: Arris Surfboard 6190 and Xfinity Issues

Hey! I just assume it's the modem. The router is the first thing to go out before the modem goes out.

Where can I find the "event log". Since I'm using WiFi, my laptop, desktop, and cell phone and all of my other devices connected to WiFi disconnect.
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Expert

Re: Arris Surfboard 6190 and Xfinity Issues

Stealthy edit J............... 😃



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Re: Arris Surfboard 6190 and Xfinity Issues


@Keesa14 wrote:
Hey! I just assume it's the modem. The router is the first thing to go out before the modem goes out.

Where can I find the "event log". Since I'm using WiFi, my laptop, desktop, and cell phone and all of my other devices connected to WiFi disconnect.

Log in to your SB6190 and there is/should be an 'Event Log' tab.  Same place you got all those stats.

Joe V
(not a Comcast employee, just another paying customer)
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Re: Arris Surfboard 6190 and Xfinity Issues

I tested out using the ethernet code from the router to my laptop and the internet went out. I was unable to use the internet even being hardwired in with my laptop. 😞 

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Re: Arris Surfboard 6190 and Xfinity Issues

Thanks! Here are the images to the event log for today: 

 

Event Log_Part 1: https://ibb.co/F84S4cp

Event Log_Part 2: https://ibb.co/TvWJG3q 

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Problem Solver

Re: Arris Surfboard 6190 and Xfinity Issues

I see NONE of those messages in my SB6190.  Maybe an agent can get these logs to Technical Support for investigation.  They obviously are suspicious and related to your outages.  You might clear the Event Log and the next outage, immediately capture the initial messages if possible.

 

Searching the internet for 'arris surfboard RCS partial service error', I found this on another forum.  The engineer found a port/connection on the street/outside plant to be their issue.

https://community.virginmedia.com/t5/Networking-and-WiFi/Rcs-partial-service/m-p/4065959#M245162

 And another one with a similar resolution:

https://www.dslreports.com/forum/r32121249-Cable-modem-events-RCS-Partial-Service-No-Ranging-Respons...

Joe V
(not a Comcast employee, just another paying customer)
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Re: Arris Surfboard 6190 and Xfinity Issues

Thanks! I'll be sure to delete my event log and will capture the error when the internet disconnects again.

What's frustrating is that my coworker who lives within the apartment complex as me hasn't experienced any issues because she's renting an Xfinty modem. I was living in a different building within the complex and was having issues. I moved to a different building within the complex this past weekend and I'm still experiencing issues. I say that to say, I feel like it's not an outside pole issue. It must be one of my equipment but I could be wrong. If all else fails, I'll just deal with paying extra money for Xfinity's box. 😞 I never had these types of issues when I lived in another city last year.
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Expert

Re: Arris Surfboard 6190 and Xfinity Issues


@Keesa14 wrote:
Thanks! I'll be sure to delete my event log and will capture the error when the internet disconnects again.

What's frustrating is that my coworker who lives within the apartment complex as me hasn't experienced any issues because she's renting an Xfinty modem. I was living in a different building within the complex and was having issues. I moved to a different building within the complex this past weekend and I'm still experiencing issues. I say that to say, I feel like it's not an outside pole issue. It must be one of my equipment but I could be wrong. If all else fails, I'll just deal with paying extra money for Xfinity's box. 😞 I never had these types of issues when I lived in another city last year.

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

 

 



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Re: Arris Surfboard 6190 and Xfinity Issues

Thanks! I hope I hear from someone soon. 😞
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Re: Arris Surfboard 6190 and Xfinity Issues

Quite welcome !



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Re: Arris Surfboard 6190 and Xfinity Issues

I just spoke with Comcast over the phone and they claim it's my modem that's the issue. 😒 I feel like that's not helpful at all. It's only a 1 year old modem. If my modem is the issue, what other modem is better so that I don't have an issue, since my service went out 3x already and it's not even 12pm.
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Expert

Re: Arris Surfboard 6190 and Xfinity Issues

That seems to be their *canned response* lately............. Wait for a corporate rep to contact you here.



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Re: Arris Surfboard 6190 and Xfinity Issues

Okay, thanks!
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Official Employee

Re: Arris Surfboard 6190 and Xfinity Issues

Hi, Keesa14. Thank you for the post! We want to help you get to the bottom of your connectivity concern. That is what we're here for! First, we wanted to check and see if you have tried bypassing the splitter at all?


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Re: Arris Surfboard 6190 and Xfinity Issues

Hi! I've removed splitters and purchased a new coax cord but didn't help.
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Re: Arris Surfboard 6190 and Xfinity Issues

FWIW, their signal stats were well within spec.



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Re: Arris Surfboard 6190 and Xfinity Issues

I contacted Arris and they told me to do a hard reset and connect the modem with the Ethernet cord to my laptop. I did that and the modem reset itself.

Does that mean that my Xfinity internet and router are okay and that my modem is the issue?
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Re: Arris Surfboard 6190 and Xfinity Issues

UPDATE: So I tried xfinity's modem/router and when support tried to activate the device, it wouldn't work. I wasn't able to get on the internet. Clearly there's something wrong with Xfinity. I just hope it's not user error which I don't see how it would be when I've never had issues a year ago (living in another city).

A technician is coming tomorrow so I shall see what the person says because I tracked the number of times my internet went out yesterday and it was about 5 times (it could have went out more when I wasn't home).
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Re: Arris Surfboard 6190 and Xfinity Issues

UPDATE UPDATE:

I had a technician come out on last Saturday. He fixed my wires inside of the wall. He also went outside and removed some things (I don't remember the name) from the cables. I also went to Best Buy and bought a Dual Router/Modem (Netgear brand) which the technician suggested in the hopes to cut down on too many devices.

Next, I called Xfinity to activate my personal router. They were finally able to activate it. However, my internet wasn't working. I felt hopeless. What I did next was call Netgear and the support team walked me through how to activate my device. After it was activated, my internet has been working fine for more than 48 hours. Hopefully it stays that way.